We spoke to Versha Patel, one of Xyla’s experienced health coaches. For more than two years, Versha has delivered NHS Diabetes Prevention Programme, supporting participants through face-to-face groups, online sessions and tailored language programmes, including Gujarati. She also carries out initial assessments, which she sees as a vital first step in building confidence before people join a Healthier You programme. 

Why trust matters

Most people already know the basics of healthy living. They have read it online and seen it on social media. What they need is someone who cares and understands their reality. When trust exists, defences come down and real conversations happen. That is when change begins. 

“As a coach, trust starts with being yourself,” Versha explains. “Smile, make eye contact, listen and be present. Authenticity matters, which is why I’ll sometimes share some of my own experiences to help people relate.” 

Consistency builds safety. Over time, participants open up. At first, they listen quietly. Then they start sharing challenges and supporting others. That is when you know trust is working. 

Versha recalls one participant who joined with poor mobility, relying on a walking stick and the lift to get to sessions. At first, she resisted support, even from her son. Over time, trust and encouragement changed that and she welcomed his support as an accountability partner. By session seven, she was taking the stairs. Her confidence grew and her progress inspired the whole group. 

Overcoming barriers

Time is often the biggest hurdle. Work and family commitments make people worry about attending every session. Others assume they already know enough or feel anxious about joining a group. There’s also a common misconception that diabetes prevention only focuses on food. 

“For those that are doubting the programme, I reassure them there is no pressure,” says Versha. “The programme is NHS funded and looks at the bigger picture, including how stress and poor sleep affect health. We help people make small, sustainable changes that fit into real life.” 

In 2025, a newly referred participant told Versha she thought the programme would be a waste of time because she already understood the link between food and diabetes. When she realised it covered wider aspects of wellbeing, she stayed, completed all nine months and found real value in the group. By giving the course a chance, she began to understand what else can influence high blood glucose and the power of community support. 

Cultural and social factors can also add complexity. Language barriers, family expectations and beliefs about ageing sometimes make trust harder to build. That is why Xyla offers tailored groups and coaches with different backgrounds and lived experiences. This diversity helps participants feel understood and supported. 

Building trust online

As healthcare becomes more digital, trust needs new strategies. Online delivery offers flexibility but changes how we connect. In person, rapport grows through eye contact and shared moments. Digitally, coaches must create that same sense of presence in a different way. 

“I set expectations early,” Versha says. “During the initial assessment, I explain why interaction matters and encourage people to use cameras and chat. It is about making the session feel personal, not transactional.” 

Technology can support learning but it cannot replace human connection. Webinars and apps are useful tools, yet they do not offer the accountability and empathy that come from real conversations. “AI may be able to deliver more than information one day,” Versha adds, “but it can’t notice when someone looks worried or celebrate a small win. Right now, trust comes from human interaction and it underpins everything we do in the sessions.” 

Why trust matters for commissioners

Trust is what makes preventative healthcare work. When people feel understood, they attend more sessions, engage fully and make changes that last. That means better outcomes and lower costs across the health system. 

The reality is that the people who say, “Why bother?” are often those who will need the most NHS care in the next decade. Investing in prevention now saves money later and improves quality of life. Whether it’s sustaining independence into old age, avoiding the need to be on lifelong medications or seeing your children and grandchildren grow up, NDPP can be life changing when delivered with empathy and consistency. Trust is the catalyst for real behaviour change. 

Make prevention work

The Healthier You: NHS Diabetes Prevention Programme is proven to help people reduce their risk of Type 2 diabetes through practical, sustainable lifestyle changes. Delivered by Xyla, it combines expert coaching, tailored support and flexible options to reach diverse communities. Find out how your area can benefit from Healthier You.